TripAdvisor Traveler Rating

Loved the hotel, the staff, and the activities. Wonderful restaurants, service, and accommodations. HATED the road to the resort - extreme pot holes, flooding, and dangerous! It is the only road in and out and all the divers dread navigating their way over it. Our driver literally got stuck in a deep pot hole hidden by the waters flooding the road. We were stranded for 45 minutes until a few men with a large trucked pulled us out! I was told it has been like this for years. Totally crazy and irresponsible of the owners not to fix this. For that reason alone, I would not recommend or return. Such a shame.

Went for my birthday celebration. No attempt by the staff to make your stay memorable. The food was subpar and inedible at times so you have to order a few things which is very wasteful. I’d rather there be less options as long as it’s good. very little entertainment. One show a night for 45 min. We went during rainy season and the two roads around the resort was flooded. When we arrived a car was stuck in the flooded water and it seemed normal. It made it hard to get off the resort. There wasn’t much in the form of activity and everything seemed cheap. Every night there was a wedding and they have it right in the middle of everything so we basically saw 4 weddings from our room and people were getting married and having reception in the middle of poop area. Wish we picked another resort as other options were much cheaper too. Definitely not worth the time.

We were very disappointed with our stay, particularly with the check-in process and our room. First, it took over an hour to get checked in, and the staff member at the front desk was unfriendly and unhelpful. We had booked a private cabana for our family, but the staff insisted on payment before showing us to our room. After a long travel day, this was the last thing we wanted to deal with. When we finally saw our room, we were shocked by the view. We expected at least an "ocean view or garden view," but what we got was far from that. When we requested a room change, we were told by Jeff and a manager that we received what we paid for, and we would need to pay more for a different room—even after spending $1,500 on the cabana. Throughout our week-long stay, we were not offered any alternatives, and no one checked in on us to see if everything was satisfactory. They also didn’t offer any discounts for the cabana or provide any amenities to improve our experience. At checkout, they didn’t even ask about our stay. Additionally, our room wasn’t cleaned for four out of the seven days, and we didn’t receive fresh sheets, despite tipping housekeeping daily. The managers we saw around the resort were unapproachable and only seemed interested in us when we were at the cabana, trying to enhance our experience then. Once we returned to the main pool, they hardly acknowledged us again. It felt like there was a clear divide between preferred and regular guests, and I would not recommend this resort unless you can secure preferred status—though even then, I’m hesitant. We were stuck in rooms 1327 and 1325. Room 1327 faced a busy delivery road, leading to constant noise from vehicles at all hours. Room 1325 had a large palm tree obstructing our view of that road, but the location was still far from peaceful. Overall, the noise from deliveries, carts, and radios made it impossible to relax. This stay did not meet our expectations, and we were quite disappointed.

Everything and everyone was very nice! The mattresses were a little harder than I’d like but the spa services worked the kinks out of my neck and back. Would recommend for vacation, wedding, reunion, honeymoon, quick getaway or just because. It’s definitely worth it!

This is my second time visiting an all inclusive resort in Cancun and I left feeling so disappointed. I stayed at the hotel for a week with a large group and found the service below par and absolutely not up to a 5* standard - this is much more a 3* venue due to service. At the pool side bar, a 2 drink per person rule was enforced (despite being a group of 12 and one family member going up to get bottles of water for children etc.) that was not enforced to any other guests. The bar staff would stand around chatting before serving and would snigger at you once you’d order On one occasion, a staff member told us he would not serve any drinks without receiving a tip which is a real shame as we’d travelled quite a distance to be at the hotel and paid thousands. Most days, our rooms weren’t cleaned and our fridge was only restocked once (the day before we left). We were given a turn down service once. We informed the concierge of our issues but, nothing was done. The food overall is quite poor with only 2 restaurants (seafood at lunch and Japanese at dinner) being quite tasty. In the restaurants, we were often waiting 20+ mins for staff to bring over high chairs for children and to clean the tables. On one occasion, in the Mexican restaurant, we weren’t asked if we wanted and drinks and they served our starters and mains together - as though they wanted us out quickly. There were multiple weddings every day and whilst these didn’t really get in the way of the holiday, it did mean music was blasting and could be heard in the bedrooms making it difficult to sleep. We had to move rooms as the light was flickering really brightly (like lightning) every 30 seconds due to an electrical fault. When we moved rooms, the toilet wouldn’t flush, there were no batteries in the tv remote (which had a band aid plaster holding it together) and a switch had come off the wall exposing the metal components. The hotel is pretty especially the lobby, the pools are great and the hot tub too although, they do need cleaning better.